Kerja Sepenuh Masa, Customer Service and Support di SAINS Sarawak Information Systems Sarawak - Maukerja

About the Role

We are looking for a Customer Service and Support team member to assist users of the S PAY GLOBAL app and PayBillsMalaysia services.

In this role, you will be the first point of support for customers who need help with enquiries, service issues, applications, disputes, or follow-up matters. You will handle cases through phone calls, emails, chats, online channels, and walk-in interactions.

This role is 24-month Fixed Term Contract and suitable for someone who enjoys solving customer issues, communicates clearly, and can stay calm when handling complaints or urgent matters.

What You Will Be Doing

You will:

• Respond to customer enquiries through phone calls, emails, chats, online channels, and walk-in interactions
• Handle customer complaints, disputes, and service-related concerns in a professional manner
• Record customer interactions, support cases, and related transactions accurately
• Review and process customer applications and requests based on internal procedures
• Provide clear and accurate information on company products and services
• Follow up with customers to ensure cases and outstanding issues are properly resolved
• Work with internal departments to find solutions and follow through on customer cases
• Identify, escalate, and monitor issues that need further attention or support from other teams
• Stay updated on company products, policies, procedures, and service changes
• Share feedback with Management on repeated customer issues, service trends, and operational concerns
• Carry out other duties assigned by the supervisor from time to time

What We Are Looking For

We are looking for someone who is:

• Courteous, patient, and service-oriented when dealing with customers
• Able to handle enquiries, complaints, and follow-up matters in an organised way
• Detail-oriented and able to maintain accurate records
• Able to multitask and respond with urgency when customer matters need attention
• Professional when handling sensitive or confidential information
• Comfortable working with different internal teams to resolve customer issues
• Willing to support walk-in customers, phone calls, emails, chats, and online enquiries
• Able to work beyond normal office hours when required to support operational needs

Minimum Requirements

• Minimum Diploma in Business Administration, Information Technology, Communications, or other related disciplines
• Minimum 3 years of relevant experience in customer service or support roles
• Relevant certification in customer service, contact centre operations, complaint handling, or support functions would be an advantage, but is not compulsory

Skills and Knowledge

You should have:

• Good command of Bahasa Malaysia and English, both spoken and written
• Good computer skills, especially in Microsoft Office applications
• Basic understanding of customer service processes, record management, and administrative coordination
• Experience using customer support systems, ticketing systems, or case management tools would be an advantage

Authority and Decision-Making

You will carry out customer service and support duties based on approved work processes, service standards, and escalation procedures.

You will handle routine customer enquiries, provide service information, follow up on support cases, maintain records, and coordinate with relevant internal teams for issue resolution.

Complex cases, disputes, or matters that require further review must be escalated to the Head of Operations or the relevant department.

Why This Role May Suit You

This role gives you hands-on exposure to customer support in digital payment services. You will work with real customer cases, support daily operations, and build practical experience in communication, problem-solving, case follow-up, and cross-department coordination.

If you are calm under pressure, organised, and enjoy helping customers get clear answers, this role may be a good fit for you.